Service Delivery Manager

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Supervise the management and delivery of IT services across all regions.

• Ensure that service performance aligns with or surpasses established standards and expectations.

• Foster continuous improvement in service delivery processes.

• Build and maintain global stakeholder relationships while aligning IT services with business objectives.

• Monitor and report on service delivery performance utilizing metrics and KPIs.

• Identify and execute process enhancements.

• Oversee change initiatives and manage organizational transformations.

• Lead responses to significant IT incidents and coordinate cross-functional crisis management.

• Develop, implement, and oversee ITIL-based processes.

• Act as the escalation point for service delivery concerns.

• Identify and mitigate risks to avert service interruptions.

• Direct ITSM and ITIL functions including incident, problem, change, and service level management.

• Lead, mentor, and develop leadership teams responsible for 24/7 Service Desk, Onsite Technical Support, and ITSM.

• Travel internationally to engage with regional teams and stakeholders.

⛳️ Requirements

• A Bachelor's degree in business administration, information technology, or a related discipline is preferred.

• At least 10 years of experience in service delivery management or a similar role.

• Demonstrated success in managing services on a global scale.

• Strong leadership and management capabilities.

• Exceptional communication and interpersonal skills.

• Ability to establish and nurture relationships with business partners.

• Relevant certifications in Leadership, ITIL, ITSM, and project management are highly recommended.

• Comprehensive understanding of IT service management frameworks, such as ITIL.

• Experience with service delivery tools and systems.

• Strong analytical and problem-solving abilities.

• Capability to identify issues and implement efficient solutions.

• Ability to thrive in a global environment across diverse regions and cultures.

• Willingness to undertake frequent international travel.

🏝️ Benefits

• Opportunities for learning, mentoring, and support.

• Team-building experiences and events.

• Company-wide celebrations.

• Wellness programs.

• World-class office environments.

• Collaborate with global brands and international clients.

• Continuous learning and professional development.

• Employee programs.

• An inclusive and collaborative workplace culture.